Good/Fair customer service

Naf

Isn't there an exception in SOGA where goods are customised or are made specifically to order? I'm certain I've seen/heard of companies refusing to accept any returns when, say, a work top has been specially cut to size; I got the impression it was legal. Because I'd class a custom PC under that, personally.

arcon5

Naf wrote: »

Isn't there an exception in SOGA where goods are customised or are made specifically to order? I'm certain I've seen/heard of companies refusing to accept any returns when, say, a work top has been specially cut to size; I got the impression it was legal. Because I'd class a custom PC under that, personally.

No there isn't. There is an exception to personalised goods under distance selling regulations, but not under SOGA. (Ops products wouldn't be classed as personalised though - the OFT have published a guide which covers things that offer 'options' and stated is isn't classed as personalised, for example, 'select your RAM from the following list' type setups). IE you cannot return personalised goods if you change your mind, if they are faulty it doesn't affect your right to reject the goods for a refund.

Naf

arcon5 wrote: »

No there isn't. There is an exception to personalised goods under distance selling regulations, but not under SOGA. (Ops products wouldn't be classed as personalised though - the OFT have published a guide which covers things that offer 'options' and stated is isn't classed as personalised, for example, 'select your RAM from the following list' type setups). IE you cannot return personalised goods if you change your mind, if they are faulty it doesn't affect your right to reject the goods for a refund.

If I'd have thought a second longer I'd have realised I meant DSR not SOGA - OP must have arrangements for faulty items with their supplier, if not then they should reject the terms outright and reconsider the whole thing.

With the above advice in mind, OP; you need to reconsider how, exactly, you're going to run your business. If customers are ordering by any means other than coming to your place of business in person then you need to accept returns within 7 days for absolutely no reason at all. You'll be able to re-use those components, but until someone orders them, you'll feel out of pocket.

Jake-_2

Thanks for all your help, to clarify, repairs are not a problem. If the PC was to go faulty, or to stop working I will fix it without charge under a standard manufactures warranty type thing. I would return the parts to OEM for fix/replace.

Naf wrote: »

Isn't there an exception in SOGA where goods are customised or are made specifically to order? I'm certain I've seen/heard of companies refusing to accept any returns when, say, a work top has been specially cut to size; I got the impression it was legal. Because I'd class a custom PC under that, personally.

Naf wrote: »

you need to accept returns within 7 days for absolutely no reason at all. You'll be able to re-use those components, but until someone orders them, you'll feel out of pocket.

This is what i want to protect myself against, Every computer will be customized to a customers budget and uses, whether it be gaming, editing etc. I do pick the components and ensure there computability, and if i make a mistake im aware i have to bare that cost. However if someone wants a refund, i cannot return the goods to my supplier as they are 'Used' 'Accepted', and the chances of another customer wanting any of the same components are slim.

frugal_mike

If you don't want to be bound by Distance Selling Regulations then you must make sure you don't have an order form on your website and that you don't routinely take orders by phone or post.

And to reiterate what others have said, plugging in off the shelf components is not personalisation. If you ever where to sell at a distance then you could not claim the pc's were personalised. You would have to do something like drawing a customer supplied design on the pc case to claim personalsisation.

But if you only sell in person (the contract is concluded in your shop etc) then you don't have to accept returns for change of mind, the Sale of Goods Act does not require you to do that. It does require you to supply goods of reasonable quality and that last a reasonable length of time. If they don't then you will be liable to provide a solution for up to 6 years after purchase.

Geodark

Jake- wrote: »

Thanks for all your help, to clarify, repairs are not a problem. If the PC was to go faulty, or to stop working I will fix it without charge under a standard manufactures warranty type thing. I would return the parts to OEM for fix/replace.





This is what i want to protect myself against, Every computer will be customized to a customers budget and uses, whether it be gaming, editing etc. I do pick the components and ensure there computability, and if i make a mistake im aware i have to bare that cost. However if someone wants a refund, i cannot return the goods to my supplier as they are 'Used' 'Accepted', and the chances of another customer wanting any of the same components are slim.

Matey, I would seriously advise you to re think your business model. if you are only making £50 a pc then you will struggle. £50 will not cover your expenses or time. support calls, system revisits, fault finding on PC's that have problems etc. I speak from experience - I ran my own company doing this years ago and your running costs will be a lot more than you think. PC's are rarely drop off and forget - especially if the people buying them are local - the slightest problem, hardware or software, and they will be knocking on your door or ringing you. What kind of support model and warranty scheme are you operating? Are you running this a limited company or a sole trader/partnership? How are you going to take payments? Before you even start thinking about how to word your terms I would sit down and put together a proper business plan to ensure that this is financially viable.

Valli

OP

Are these 'bespoke' computers, being built to customers specifications?

Jake-_2

Valli wrote: »

Are these 'bespoke' computers, being built to customers specifications?

The process,
Fill out form on website, (asks about uses, Operating system, preferred processor, preferred graphics brand etc).
I will then access the form, and find the components which match the uses and budget of the customer.
Send quote to customer, and repeat until customer is happy.
Will meet with customer to complete the transaction.
Will order goods from supplier.
Should arrive after 24HRS.
Hopefully get build complete and to the customer in 3 days.

The computers are unique, in terms you couldn't buy them at PcWorld, or that there not mass manufactured. However anyone could buy the same parts and build the same PC.

Valli

If they're bespoke then DSRs may not apply.

However, as has already been said you are no way charging enough.

Geodark

Jake- wrote: »

The process,
Fill out form on website, (asks about uses, Operating system, preferred processor, preferred graphics brand etc).
I will then access the form, and find the components which match the uses and budget of the customer.
Send quote to customer, and repeat until customer is happy.
Will meet with customer to complete the transaction.
Will order goods from supplier.
Should arrive after 24HRS.
Hopefully get build complete and to the customer in 3 days.

The computers are unique, in terms you couldn't buy them at PcWorld, or that there not mass manufactured. However anyone could buy the same parts and build the same PC.

In which case surely you are bound by DSR?